Assistant Reservation Manager / Reservation Manager

Duties and Responsibilities *Supervise and control room reservations from all channels, including OTA, hotel website, Direct Booking, telephone, email, and B2B channels. *Verify the accuracy of booking information, rates, packages, promotions, payment terms, and special guest requests. *Manage room inventory, room rates, and availability through the PMS and Channel Manager. *Monitor Booking Amendment, Cancellation, No-show, Overbooking, and booking guarantees. *Coordinate with Front Office, Housekeeping, Sales, E-commerce, and Revenue Team to ensure smooth guest stays. *Oversee group bookings, tour groups, partner companies, and corporate clients. *Follow up on payments, deposits, credit, and documents related to bookings. *Regularly review Reservation Report, Arrival Report, Pickup Report, and other related reports. *Analyze booking trends such as Lead Time, Room Type Demand, Cancellation, and Booking Pattern to support revenue management. *Control professional standards for responding to customers via telephone, email, and online channels. *Prepare SOPs and develop work processes for the Reservation department. *Train, advise, and monitor the performance of the Reservation team. *Handle complaints or issues related to bookings and coordinate appropriate resolutions. *Perform other duties as assigned by management.

Qualifications: Bachelor's degree in Hotel Management, Tourism, Business Administration, or a related field. At least 3 years of experience in hotel Reservation. For Manager level, at least 2 years of supervisory experience is required. Knowledge of PMS, Channel Manager, Booking Engine, and OTA systems. Experience using Agoda, Booking.com, Expedia, Trip.com, or related platforms. Understanding of Rate Plan, Promotion, Cancellation Policy, Payment Policy, and Room Inventory. Ability to read and perform basic analysis of booking reports such as Occupancy, Pickup, Lead Time, and Revenue. Good English skills in speaking, reading, and writing. Strong communication, problem-solving, and coordination skills. Detail-oriented, responsible, and able to work under pressure. Leadership skills with the ability to manage a team. Experience managing reservations for multiple hotels within a chain will be given special consideration.